Faqs

QUESTIONS

PRODUCTS

REGISTRATION

ONLINE ORDER

AFTER-SALES

STORE LOCATOR

ANSWERS

PRODUCT

  • 1. WHAT IS INCLUDED IN THE PRICE

All prices shown on our website are inclusive of VAT and other local taxes. However, they do not include postage, details of which are listed separately.

  • 2. I WOULD LIKE TO BUY AN ITEM THAT IT IS NOT AVAILABLE

Items that are not in stock on the online store are not normally shown as available for purchase. However, you may call any of our physical stores to see if they have the item you are looking for in stock. Find your nearest store in the Store section.

REGISTRATION

  • 3. HOW TO REGISTER ON MYSPRINGFIELD.COM

To register, go to the 'Register me' link in the top right corner of this page. It's simple - all you need to do to create your new myspringfield.com account is fill in some personal details.
Once you've registered, you'll be able to enjoy the following advantages:

  • You won't have to keep entering your shipping details every time you buy something.
  • You'll be kept up to date on our exclusive promotions, discounts, and much more, if you select so.

  • 4. HOW TO CHANGE YOUR DETAILS AND STOP RECEIVING COMMUNICATIONS

Login on myspringfield.com and go to 'My Account' at the top right corner of the page, and you can access the platform where you can amend any details you need to.
If you want to stop receiving our email communications, just go to 'My Account', select 'Edit my details' and uncheck the 'I want to receive the latest from Springfield by email' box at the bottom of the page.

  • 5. I'VE FORGOTTEN MY PASSWORD. WHAT SHOULD I DO?

If you've forgotten your password, just click 'Login' at the top right corner of the page, and then click 'I've forgotten my password'. Enter your email address and we'll send you an email to reset your password.

ONLINE ORDER

  • 6. SHIPPING METHODS, DELIVERY TIME AND COSTS

Shipping costs may vary depending on the total purchase and shipping address. Shipping will be free of charge in certain cases.

STORE DELIVERY
Only Luxembourg 		 €4,95
Orders > €50 – FREE
6 – 8 days

HOME DELIVERY
Austria, Luxembourg, Denmark,
Italy, Czech Republic, Netherlands, Poland, Slovakia 		€10,95 – Orders < €50
Orders €50 – €100 – €5,95
Orders > €100 – FREE
6 – 8 days
Ireland, Sweden €14,95 – Orders < €50
Orders €50 – €100 – €7,95
Orders > €100 – FREE
6 – 8 days
Bulgaria, Finlandia €22,95 – Orders < €50
Orders €50 – €100 – €11,95
Orders > €100 – FREE
6 – 8 days

*These are an indicative periods, being only mandatory the deadlines included in the General Conditions of Purchase.

- Home delivery: Remember, you can provide us with a delivery address that's different from your billing address.
You'll be sent an email the day before receiving the order, and another in the day the order arrives to the destination.
If you're not at home when the courier tries to deliver your order, they'll send the order to the nearest Pick up Point and notify you with the steps to follow to collect it.
- Store delivery (only available in Luxembourg):You can collect your order from your chosen Springfield shop. At the moment we're unable to offer collection service at all of our shops but you can check this when ordering. Once your order arrives in the shop, you'll receive a notification, so you can collect it.
Customers' orders will be available for collection for a maximum of 15 days (from the date the order arrives at the shop), except as otherwise provided for under applicable regulations. If after this period the order has not been collected, it will be returned to the warehouse and you will receive a refund of your money.

  • 7. PAYMENT METHODS

To pay for your purchases, you may use:
  • • Credit card: VISA, Mastercard, American Express
  • • Debit card: Maestro
  • • PayPal

Payments will be made at the time of ordering. The total will be made up of the price of your items and the corresponding shipping costs, which will be excluded from any discounts applied in the case of promotions. You will receive proof of purchase by email, and you can also check the 'My account' > 'My orders' section if you logged in as a registered user to purchase your items.

  • 8. PAYMENT ERROR

Email our Customer Service department at online@spf.com and we can check what the issue was as soon as possible.

  • 9. FRAUDULENT USE OF YOUR CARD

If you think your suspect your card has been used in a fraudulent way, you should let us know as soon as possible by emailing our Customer Service department at online@spf.com.

  • 10. FIND YOUR SIZE

We guide you in the process of choosing your size with the option ‘Find your size’ available within each product, a recommender that will suggest the most appropriate one based on people with your same characteristics. You will only have to provide us some details and we will take care of the rest, it’s really easy!

In addition, as a second option you can always check our size guide

  • 11. POSTCODE ERROR. WHAT SHOULD I DO?

If the website doesn't recognise your postcode, please email Customer Service at online@spf.com with a screenshot so that our team can add the postcode to the system.

  • 12. TAX INVOICE

To obtain a tax invoice, please email Customer Service at online@spf.com indicating your tax details (name, ID/DNI, full address, and telephone number) and our accounting department will issue it in due course.

AFTER-SALES

  • 13. ISSUES WITH MY ORDER

  • A) I HAVEN'T RECEIVED MY ORDER. WHAT SHOULD I DO?

To check the status of your order, go to 'My account'. Go to the 'My orders' section and you'll be able to see the status of all your orders. If you have any queries, please email our Customer Service department at online@spf.com

  • B) WHAT HAPPENS IF I DON'T RECEIVE AN ITEM FROM MY ORDER?

The number of items on sale are those estimated to be in stock at that given point in time. Tendam will do everything in its power to supply all items ordered by all customers. However, certain cases may arise where, due to causes beyond Tendam's control like human errors or IT system incidents, we might be unable to provide an item(s) you ordered.

  • 14. HOW TO CANCEL AN ONLINE ORDER

Online orders can't be cancelled or modified once you've made a payment. If you ultimately decide that you don't want your order, you need to wait for it to arrive and then return it in the usual way (see 16. Exchanges and returns online).

  • 15. RIGHT OF WITHDRAWALS AND RETURNS ONLINE

    • There are different procedures for returns and withdrawals. In the following, the individual procedures are described, as well as their costs and conditions:

  • a) Right of withdrawal: Returns that are made exclusively at the request of the customer within the established legal timeframe.
  • b) Returns: Due to a flaw, defect, receipt of an unwanted product or for reasons other than those mentioned above.
  • c) Exchange: Exchanges are understood to be the replacement for the same product in a different colour and/or size (Currently this option is not available).
  • d) Special return policies for certain items: Exceptions specified in this section.
  • After receiving the order, you have 30 days to make a return and 14 days to exercise your right of withdrawal.
  • Tendam will refund the corresponding amount within 14 calendar days from the date on which we were informed of the return. The refund will be made via the same payment method used to make the payment. However, we may withhold your refund until we receive the goods or provide proof of the return of the goods, whichever comes first.

A. RIGHT OF WITHDRAWAL

HOME DELIVERY

  • Cost: The customer will bear the costs of returning the order to Tendam in Spain.
  • Procedure: all returned items must be returned to the warehouse in Spain indicated in the following link. Click on details of your order to request a refund and follow the steps provided. If you have purchased as a guest, you can access it via the confirmation email link.
  • All items to be returned must have the original labeling and be properly packaged.
  • In case you paid shipping costs on your original purchase and would like to return all items in your order, please, contact our customer support here so that we can refund the costs. Bear in mind that the shipping costs when returning an order will be assumed by the customer.

B. RETURNS

HOME DELIVERY

  • Cost: Returns due to an error, defect or shipping error do not cause any costs for the customer, if Tendam Retail S.A finally confirms that the product has been incorrect, defective or a shipping error has occurred.
    The Customer shall bear the costs of returns to Spain due to any other reason (such as a change of opinion from the customer).
  • Procedure: all unwanted items must be returned to the warehouse located in Spain; exact address will be provided in the return process. Click on details of your order to request a refund and follow the steps provided. If you have purchased as a guest, you can access it via the confirmation email link.
  • All items to be returned must have the original labeling and be properly packaged.

C. EXCHANGE: NOT PERMITTED

We remind you that you can only return or exchange a product, if applicable, by following the instructions indicated in our General Conditions of Purchase if the purchase has been made on the website springfield.com. If you have purchased any of our products in any other store, physically or online, you must contact the corresponding seller.

D. SPECIAL RETURN POLICIES FOR CERTAIN ITEMS

Certain items are subject to special return policies and cannot be returned if they have already been opened or unsealed (unless they are defective). All details can be found in the General Terms and Conditions of Purchase, due to the particular characteristics of certain items, it is necessary to consider the following:

  • For health and hygiene reasons, briefs, thongs and culottes (purchased individually or packs), W'Shape articles, underpants, boxer shorts, bra accessories, adhesive bras, hair accessories, cosmetics, socks, sunglasses, masks, hygiene gels, bottles, tights and earrings whose protective cover, packaging or seal has been opened, are excluded from return and the right of withdrawal, with the exception of defective items.
  • Perfumery items and costume jewellery (necklaces, bracelets, and rings) can only be returned or revoked through the online shop and only if the original packaging has not been opened and the item has not been used.
  • Shoes and items for shoes can only be returned and revoked if they have been in their original packaging and properly packaged.
  • All items to be returned must have the original labeling and be properly packaged.
  • In the event of withdrawal, the customer is solely responsible for the depreciation of the goods resulting from improper handling in order to restore their nature, product characteristics and functioning.

STORE LOCATOR

  • 16. HOW TO USE THE STORE LOCATOR

Remember, if the item you're interested in isn't available on the website, you can always search to see if we have it in our physical stores. Find your nearest Springfield store with our Store locator.